Contact Center Technology Manager

Credit Union of Colorado; Buffalo (NY); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Bonus program

Competitive benefits

Job summary

Credit Union of Colorado seeks an MXC Contact Center Technology Manager to lead the technology roadmap for the Member Experience Center (MXC). You will design and implement innovative solutions that deliver best-in-class contact center experiences and align with the organization's strategic priorities.

You will oversee vendor relationships, manage cross-functional collaboration, and grow a high-performing team focused on technology, process improvement, and data optimization.

Qualifications

• Requires a Bachelor's degree in Technology, Computer Science, Business, or related field, or equivalent combination of education and experience.
• 1 year of experience with IVA/IVR design, deployment, and reporting.
• 3 years of experience working with contact center platforms with multiple channels.
• 5 years of leadership experience (preferably in a contact center leadership role).
• Experience participating in telecom/telephony projects or work efforts.
• Proficiency with data visualization tools (Tableau, Excel).
• Experience managing vendors and cross-functional partnerships.

Responsibilities

• Owns and drives MXC technology roadmap to enhance member and employee experiences.
• Develops AI-driven solutions to optimize operational processes and automation.
• Oversees vendor relationships and product ownership related to MXC tech.
• Leads a high-performing team including data analytics, forecasting, and reporting.
• Communicates benefits of new technologies and provides training for adoption.
• Manages risk, security, and regulatory compliance for MXC technology and data.
• Provides guidance to ensure innovative contact center design principles are implemented.
• partners with IT, Digital Services, and Analytics for cross-functional initiatives.

Skills

IVA/IVR design

Tableau

Excel

Vendor management

Leadership

Cross-functional collaboration

Education

Bachelor's degree

Equivalent combination of education and experience

Tools

Five9

Zendesk

Job description

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. Seehttps://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

The MXCContact Center Technology Manageris responsible forensuring the Member Experience Center's (MXC) success, leading the technology roadmap byidentifying, designing, and implementing innovative solutions that consistently deliver best-in-class contact center experiences. This position will craft and execute a forward-thinking technology roadmap that aligns with the organization's strategic priorities, driving efficiencies, and fostering data-driven insights.

Thisrole alsoentails overseeing key vendor relationships, managing cross-functional collaboration, and developing a high performing team focused on technology, process improvement, and data optimization.This manager will excel in change management, risk mitigation, and be proactive inidentifyingtrends that can transform MXC’s capabilities and elevate the member and employee experiences as the owner of effective contact center technology for the MXC and Credit Union of Colorado’s internal departments.

Essential Duties and Responsibilities

• Champions and drives the MXC technology, systems, and data efforts with a primary focus on delivering an exceptional member and employee experience.
• Delivers future focused roadmaps and strategic conversations that result in well-received and valued changes for members, employees, and the organization.
• Identifiesand implements AI-driven solutions tooptimizeoperational processes and automation, driving increased efficiency and effectiveness.
• Continuously explores emerging technologies and trends in contact center solutions,identifyingopportunities for future-focused advancements thatenhance memberemployee experiences.
• Proactively introduces and oversees new functionality related to MXC technology to meet/exceed member and employee service expectations.
• Leads change management initiatives within the MXC, ensuring smooth adoption ofnew technologiesand processes by communicating benefits, providing training, and addressing questions.
• Uses MXC data to tell a story or support a change related to the business.
• Executes a strategic approachregardingthe MXC technology roadmap that aligns with the future of the organization.
• Develops predictive analytics strategies toidentifytrends, potential painpoint, and opportunities, enhancing proactive decision-making.
• Manages the risk, security, regulations, and compliance requirements related to technology and data within the MXC and across the organization.
• Leads a MXC technology team responsible for daily system administration, technology improvements, processes, analytics, forecasting, and reporting for the department.
• Manages the vendor relationships and product ownership related to MXC technology and systems maximizing the ROI.
• Empowers supervisors and frontline employees with real-time data to meet department metrics/SLAs while evaluating future opportunities for enhancements.
• Foster cross-functional collaboration with IT, Strategic Operations, Digital Services, and Data and Analytics consistently.
• Provides guidance and recommendations to the MXC Director to ensure current and future oriented contact center design principles are implemented.
• Stays currentregardingcontact center industry best practices and future trends related to data and technology byparticipatingin professional development opportunities such as webinars or conferences.
• Makes recommendations to change policies, processes, or systems based on operational team and business metrics.
• Directs staff, including the MXC Operations Analyst, in the monitoring and reporting related to contact center operations to ensure internal quality service.
• Providestimelyguidance, mentorship, and performance coaching to direct reports, fostering their professional growth, enhancing skill sets, and ensuring they consistently meet or exceed performance targets in alignment with succession planning.
• Establishes and tracks key performance indicators (KPIs) for technology driven initiatives, ensuring measurable impact on member satisfaction, operational efficiency, and team/organizational performance.
• Leads department initiatives andparticipatesin organizational projects as a subject matter expert.
• Uses a DEI lens as part of the work effortsthatimpacttechnology, analytics, and data for the department.
• Builds andmaintainsstrong interpersonal relationships with peers in the organization to ensure effective communication standards areestablishedand service expectations are met.
• Participates in community and volunteer activities including involvement in CAP.
• Other duties as requested or assigned.
• Performsadditionalduties and responsibilities as assigned.

Requirements

EDUCATION AND EXPERIENCE

RequiresaBachelor’sdegree in Technology, Computer Science, Business, or a related field, or an equivalent combination of relevant education andexperience.1 yearof experiencewith IVA/IVR design, deployment, and reporting. 3 years of experience working with contact center platforms with multiple channels. 5 years of experience in a leadership position (Preferred experience working in a contact center leadership position).Participationintelecom/telephony projects or work efforts.Proficiencywith data visualization tools and related analysis (Tableau, Excel). Experience managing vendors and cross-functional partnerships.

OTHER SKILLS AND ABILITIES

Knowledge of Contact Center operations and procedures.Use of AI andthe understandingof future opportunities related to AI. Experience with Zendesk in relation to contact center operations. Knowledge of Credit Union products and services. Solid understanding of related legal and regulatory requirements. Demonstrated effective management and leadership skills to select, motivate,developand supervise assigned personnel. Creative problem-solving skills. Must be courteous,professionaland tactful, able to converse with members in a business environment. Ability to work independently or as a member of a highly productive management team. Attentive to detail and accuracy. Ability to build andmaintainproductive relationships within the MXC; across the organization; and with external vendors.

DIRECT REPORTS

Supervisor(s) of Member Advocates and Specialists; MXC Operations Analyst; MXC Systems Analyst; Product owner for Five9

PHYSICAL DEMANDS

While performing the duties of this job, the employeeis typically required toremain stationary forlong periodsand is occasionallyrequiredto lift/move or transport up to 10 pounds. Employee will need to occasionally move about inside an office to access files, mail, office machinery, etc. and constantlyoperatesa computer and other office equipment, such as a phone, copier/printer,etc.Will need to position self tomaintaincomputers, including under desks and in the server closet.Employeewillfrequentlycommunicate with members and co-workers and must be able to exchangeaccurateinformation in these situations.Employeewill travel to visit CUlocationas needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Core Competencies

Every position at Credit Union of Colorado is grounded in our organizational Core Values and Core Competencies. These skills and behaviors guide how we work, collaborate, and deliver results. Click here to view our Core Values and Core Competencies on Atlas.

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.